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Our mixer recently started making a strange grinding noise and dropping broken bits of metal and filings from the mixer head. It was a wedding gift received in 2018, roughly 6 years old.
Calling KitchenAid customer service was unhelpful. Initially we were told they do not sell that model anymore and it is outside the warranty period (5-years), though their website claims their products should last for generations. We were given a number for their repair center but told it would cost $30.00 for shipping and we would be told a repair cost estimate could be up to $200.00, even though a replacement mixer would be roughly $250.00.
After calling the repair center, we were told they did not even service this model any longer, even though it is only 6 years old.
A follow up call to the customer service line gave no additional help and my wife was simply told there was nothing they could do. When asked if their products really only last a few years, they insisted that most of their products should last upwards of 30 years, but they still couldn't do anything about our broken mixer.
Desired outcome: Equivalent replacement or payment to replace with an equivalent product ($250.00)
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Hi Amanda.
We are extremely sorry to hear of your difficulties.
The model you are speaking of is still being offered, just in a slightly newer version. It's readily used throughout the industry. It's one of the finest 5 quart, tilt-head stand mixer money can buy. The awards provided to this one product is too numerous to list. USA Today reviewed the entire Kitchenaid line and reported it, "beautifully designed and well-built." And the model you're referring to became their "TOP PICK."
To clarify, the unit initially comes with a one-year, limited warranty but additional warranty coverage can be purchased through most of Kitchenaid fine retailers. We'd recommend starting by contacting the retailer the unit was purchased through. You may find the unit covered by a warranty you're not aware of.
It's difficult to assertain why the issue your having occurred. It's possible, but not probable, that it could be the way the unit was used, stirred or maintained.
If you're replacing the unit, you'll likely want to do so with the same unit. This will assure that all your additional attachments are still of use. It'll also give you the opportunity to transition to an entirely new color.
For the President's Day promotion, you'll be able to find the newer version around $379 by "Saving Some Dough to Make Some Dough." That should help a great deal.
PLEASE, make sure to let us know if that doesn't thoroughly cover your concerns.